Customer Service Manager, Airport Customer Operations (Los Angeles, CA, US)

American Airlines Group
Los Angeles
Workplace: OnsiteFull timeUSD 51,000 - 86,500 annuallyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Leadership","Coaching","Proactive employee engagement","Active listening","Critical thinking"]

Lead safe, high-performing airport customer operations by driving operational excellence and coaching frontline team members. Serve as a safety advocate, monitor reliability through audits and root-cause investigations, and manage escalated service issues. Set team goals, allocate resources, and communicate effectively across departments to deliver an exceptional customer experience while ensuring adherence to company policy and collective bargaining agreement rules.

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FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Customer Service Manager, Airport Customer Operations (Los Angeles, CA, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead safe, high-performing airport customer operations by driving operational excellence and coaching frontline team members. Serve as a safety advocate, monitor reliability through audits and root-cause investigations, and manage escalated service issues. Set team goals, allocate resources, and communicate effectively across departments to deliver an exceptional customer experience while ensuring adherence to company policy and collective bargaining agreement rules.
Location: Los Angeles
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Drive operational excellence while maintaining a safety-conscious environment for end-to-end customer service.
  • •Serve as a safety advocate by identifying safety concerns and addressing them as needed.
  • •Set team and individual goals, and coach and mentor frontline team members to elevate customer service and company culture behaviors.
  • •Ensure safety and reliability by conducting self-audits, observations, and root cause investigations.
  • •Manage escalated service issues and allocate resources to support teams in delivering operational goals safely.

Pay and Benefits

Salary: USD 51,000 - 86,500 annually
Perks:Health InsuranceDentalVision401kPet InsuranceEmployee Assistance

Key Requirements

  • •High school diploma or GED equivalency.
  • •2 years of experience leading others.
  • •Previous airport customer service experience.
  • •Knowledge of company policies and procedures and functional automation applications.
  • •Valid driver’s license and ability to qualify for (SIDA) badge, with USPS clearance or ability to obtain it.
Experience:Airport customer serviceCustomer serviceCustomer experience
Education:High School
Skills:LeadershipCoachingProactive employee engagementActive listeningCritical thinking
Licenses:Valid driver's license
Tech Stack:Microsoft OfficeWordExcelPowerPointOutlook

Eligibility

Security Clearance:USPS clearanceSIDA badge

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn